At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us in our singular mission-enabling our customers to make the world healthier, cleaner and safer. When you're part of Thermo Fisher Scientific, you'll do important work, surrounded by collaborative colleagues, with the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make a meaningful impact to the world. Job Title: Senior Service Operations, Specialist Reports to: Service Operations Team Leader Group / Division: Service & Support ANZ Career Band: Band 3 Job Family: Customer Support Job Sub Family: Customer Service Job Code CUS.CUSV.A03 Job Track: Associate Position Location: Scoresby, Australia Number of Direct Reports: 0 Position Summary: This role as Senior Service Operation Specialist supports the delivery of outstanding instrument service and support to our customers. You will be the key point of contact for customers requiring repair of an instrument for a defined business unit (Analytical Instruments, Laboratory Equipment, Environmental & Industrials Processes or Life Science/Genetic Sciences/Clinical). You will collaborate with the team to ensure timely scheduling, completion of jobs and billing, being responsible for the process from beginning to completion. You will ensure service jobs are effectively and efficiently handled by meeting all key metrics critical in delivering an outstanding customer experience The environment is fast paced and encouraging, with a culture of process improvement, partnership and success Key Responsibilities: Act as the primary interface to the customer. Responsible for answering enquiries via telephone & Salesforce. Achieving the metrics on average speed of response and first call resolution. Dispatch Service Orders to engineers, scheduling and confirming bookings. Liaise between customer and engineer keeping both informed of any changes to job bookings. Ensure service levels for customers are achieved, proactively raising when there is a risk of non compliance. Daily invoicing to ensure job closure and revenue raising. Investigating and completing credits for disputed invoices. Completes general administrative tasks to support the service team. Meets and exceeds quality and performance metrics as outlined. Adheres to schedule, including regular, reliable and punctual attendance at work. This role also involves manual handling and packaging of products in and out of the warehouse. Minimum Requirements/Qualifications: Qualifications & Experience 2 years of Customer Service or Call Centre experience preferred Bachelor's degree, science, engineering, technical field or business management preferred Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs Ability to work within a team with minimal direction Demonstrate good judgment and tact when addressing internal and external customers. Need to have the ability to prioritize and resolve problems and to multi-task under time pressure. Take ownership and act as an owner. Customer Focused attitude and Excellent interpersonal skills are needed Skills & Attributes Customer Focused - Builds strong customer relationships and delivers customer centric solutions Communicates clearly - Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience Situational adaptability - Adapting approach and demeanour in real time to match the shifting demands of different situations Action Orientated - Taking on new opportunities and touch challenges with a sense of urgency, high energy and passion Resourcefulness - Securing and deploying resources responsibly and efficiently Anticipates the needs of multiple stakeholders Collaborates - Building partnerships and working to meet shared objectives Frequent Contacts: Internal Field Service Engineers Service Managers Customer Service Internal Sales External Customers Other Job Requirements: Adhere to OHS policies and procedures and ensure a safe workplace environment Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.